ISO/IEC 20000 Foundation Course Overview

Target Audience for ISO/IEC 20000 Foundation

The ISO/IEC 20000 Foundation course equips professionals with essential service management skills for IT service delivery and support.

• IT Service Managers
• Quality Assurance Managers
• IT Professionals aiming for Service Management
• Compliance and Audit Managers
• IT Project Managers
• IT Consultants
• IT Developers and Process Owners
• IT Internal Auditors
• Service Providers looking to demonstrate quality service
• Individuals seeking to understand ISO/IEC 20000 and its application

Learning Objectives - What you will Learn in this ISO/IEC 20000 Foundation?

Introduction to the ISO/IEC 20000 Foundation Course Learning Outcomes:

Gain foundational knowledge of service management principles, understand the requirements of ISO/IEC 20000-1, and prepare for the certification exam with this comprehensive course.

Learning Objectives and Outcomes:

• Comprehend the core concepts of service management and the importance of an effective Service Management System (SMS).
• Understand the requirements specified in clauses 4-6 of ISO/IEC 20000-1, including the scope, terms, and definitions.
• Identify the components and intent of clauses 7-10 of ISO/IEC 20000-1, focusing on the design and transition of new or changed services.
• Prepare effectively for the ISO/IEC 20000 Foundation certification exam, ensuring a thorough understanding of the material.
• Grasp the fundamental concepts and principles that underpin a service management system.
• Recognize the context of an organization as it relates to the establishment of an SMS.
• Learn the role of leadership and the responsibilities of top management in supporting the SMS.
• Understand the planning process to address service management challenges and risks.
• Acknowledge the support structures and resources required for an effective SMS, including the need for competent personnel.
• Gain insights into the operational processes involved in service delivery and relationship management.
• Evaluate the performance of the SMS through monitoring, measurement, analysis, and evaluation.
• Explore the continual improvement process, ensuring the SMS remains effective and up-to-date.

These learning objectives and outcomes are designed to provide students with a solid foundation in ISO/IEC 20000 service management practices, equipping them with the knowledge to implement, manage, and improve an SMS within their organizations.